Definition
Programs that offer workshops or other forms of training or support that help participants to develop strategies and techniques for recognizing and communicating with people who are chronic complainers, angry, hostile, aggressive, defensive, abusive, or manipulative; or have other unproductive behaviors. Participants learn to recognize personality types with whom they may clash; calm people who are angry, upset or unresponsive; pre-empt challenging situations and avoid escalating them further; handle aggressive behavior; set limits; deliver bad news in a supportive way; give positive feedback; and manage their own feelings and reactions when people "push their buttons". These specialized communication skills are particularly important for managers, supervisors, customer service staff, and front line and call center staff; but can be used by anyone who is confronted with a situation in which a person's behavior is problematic.
URL Name
TP-6650-1450
Third Level Code
TP-6650
Taxonomy Code
TP-6650.1450
Parent Code
TP-6650
Family Code
T
Second Level Code
TP
Fourth Level Code
TP-6650-1450
Use References
Dealing With Difficult Behaviors Skills Development
Publication Status
Draft